Application Management Service

Bsol Systems Pvt Ltd helps customers by providing a comprehensive application management services for Enterprise Applications that covers Application Support & Maintenance, Bug fixes and Enhancement, Database Administration, Testing Services, Release & Implementation Support and Management.

The Delivery model that is followed will be collaborative and cross-functional in nature, and will include all the key aspects of our quality, knowledge transfer, and knowledge divestment processes. We believe that by deploying these services will realize cost efficiencies, quality assurance productivity, and customer satisfaction.

Scope of the Services: A typical application management service offering covers the activities under the following categories
Bug fixes and Beeper support
Changes to support to changing business or technical environment, and new requirements
Adding functionality such as new module or new reports
Restructuring, revitalizing, and rewriting code for ease in future – and increasing maintainability through rationalization of data and performance tuning
Monitoring of environment, Database backups, Account Maintenance
This section further details the scope of the following Services, which cover the above categories of application management services

Application Production Support (Level 2)
Activities and the descriptions

Application Development Support (Level 3)
Activities and the descriptions

Application Call Management
This includes the receipt of application related calls from the Level-I Help-desk via a call-handling tool, the resolution of the call and the reporting of the call activity.
End User Support
This is answering user’s questions regarding application functionality, ‘how to’ questions and often directing the user to the correct business partner for further information. This includes end user training in the format of answering questions on applications.
Production Processing
This is the processing of all batch jobs related to an application. It includes the scheduling of the batch jobs, the monitoring of the schedule, the resolution of any problems related to batch processing, all batch reporting and the rescheduling of batch jobs as appropriate.
Database Processing
This is the support of a data interface, the monitoring of all data that enters or leaves the application, as well as the support of the information access environments.
Database & Application Monitoring
All applications will be monitored for up time and performance. Databases will be regularly reviewed for optimal performance. Application and database tuning will be performed as appropriate to achieve agreed upon service levels. All databases and applications will have appropriate backup processes in place.
Critical Business Period Support
A business interruption is defined, as any time the application is not available during an identified application available time-slot. Whenever this condition occurs, the problem must be resolved as soon as possible, the root cause identified, and a corrective action plan put in place.
Corrective Maintenance
Job failure repairs, restoring applications after application failures. This includes preventative maintenance to application and root cause analysis and implementation of corrective action plans.
Application Account Maintenance
If an application requires programmers to intervene in order to maintain user data tables used by the application. This also includes the maintenance of production and development accounts required by applications.
Production Environment Compliance
As and when required and planned, the application production environments will be upgraded to incorporate the planned operating systems and layered product versions. As part of these upgrades application testing will be performed.
Support Reduction Efforts
As part of an ongoing effort to reduce application support, all applications will be investigated for those activities, which influence the cost of support. Creative solutions will be proposed and developed that will reduce or potentially eliminate activities through automation and elimination of non-value-added steps.
Performance Tuning
Recommending and implementing modifications as required in repairing or optimizing performance of application.
Bug Fixing
Reported Bugs in the application – Production or Code Level, will be fixed by following the agreed upon Operational Metrics.
Approved Enhancements
Enhancements requests will be analyzed; solutions will be designed, implemented.
Field Test & User Acceptance
All application bug fixes/ upgrades will be adequately tested prior to release. Test environments will be created and the customer will be required to test and approve all bug fixes/ upgrades.
Release Management
As part of any changes made to an application, either for break/fix patches or enhancements, the Release Management quality assurance process must be followed. All deliverables required for this process will be produced.
Implementation Management
Work with Help desk-Data Center to schedule and perform kit installation in production environment.

Technical and Managerial resources required to provide the Application Management Services and Data Center & Systems Operations will be assessed and estimated based on agreed final scope of the services.

Methodology

To ensure continuity of service level within the defined terms of quality, we recommend a phased approach to application maintenance and support.

The key phases are

Transition – Understanding, Knowledge transfer, Parallel Support

Steady State – Ongoing Support per SLA